YOUR TELEPHONE SYSTEM
Introduction
All staff will become users on the Senate House telephone system and will have access to all the features of an integrated telecommunication platform. The Siemens digital telephone switch coupled with digital voice mail and call logging facility combine to provide a flexible approach to telephone services.
Internal communication is possible for all users connected to the Senate House and the University of London Union (ULU) telephone system.
Staff will be provided with a Siemens digital OptiPoint 500 Standard telephone handset. The digital telephone work point offers a wide range of desktop functionality with full duplex hands free communication.
Telephone Faults
The telephone system maintenance and servicing is the responsibility of the University of London Computer Centre (ULCC) – Telephone Department. If you have a telephone fault, a telephone query, require additional configuration or just some advice on the functionality please contact the ULCC Helpdesk on extension 8111 during normal office hours or email [email protected]
OptiPoint 500 Standard FEATURES INCLUDE:
Open-Listening Hands free
Message Waiting Lamp 12 Function Keys with LEDs
Keys for setting ringer volume/pitch and handset/speaker receive volume 3 dialogue keys for easy menu navigation and selection LCD Display
Key Module Adapter Plug-in USB Interface
Hearing aid compatible Optical hookswitch
Service Menu
Key used for User configuration
V/Mail Access
Key used to short code dial into the voice mail system
VMail Box
Illumination LED only to indicate new message(s) present in your voicemail box
Speaker
Key used to perform hands free/open listening feature
Spare
Spare key can be configured by User or System Administrator to operate a number of features
Call Pickup
The System Administrator can programme users into a defined Pickup Group (maximum of 25 extensions in one group). If a call rings at an extension in a pickup group any other member of the group can see in their display which handset is being called and the type of the incoming call. To answer the call simply lift handset and push the Call Pickup key. Each extension can only be a member of one Pickup Group
The standard layout of the 12 programmable function keys
2nd Call
Key used to activate Second Caller Waiting. Whilst on an existing telephone call, with 2nd Call LED illuminated, a user will receive an indication in their display that a second caller is waiting (incoming external or internal call). To answer the second call press the Call Pickup key, the first call will automatically be put on hold, the Toggle feature (see 5. Call Alternating below) can be used to alternate between calls
Call Back
If a call to an extension within the Senate House telephone system is engaged or there is no answer a call back feature is available to automatically return your call when the called party next replaces their handset.
Save Number
Key used to store and activate a dialed number. This feature is useful when an external dialed number is busy or there is no answer. Press the Save Number key before replacing the handset and the number will be stored for future use. To activate the redial just press the Save Number Key. Only one number can be stored at a time.
Call Forward
This feature enables users to direct calls to another destination i.e. another extension or if available voicemail or external numbers.
Release
You will notice your telephone handset does not have the traditional hookswitch/bar. The Release key performs the same function as depressing the hookswitch/bar to obtain a dial tone. If you require making another call immediately after finishing a call keep the receiver up and press the Release key to obtain the dial tone.
BASIC FEATURES
1. Making and Receiving Calls
To Dial – Lift handset and dial via the keypad. On-hook dialing/listening can be accomplished by pressing speaker key or dialing via keypad.
To End Call – Replace handset or press speaker key. If making another call immediately press the Release Key to obtain dial tone
To Receive a Call – Lift handset or press speaker key Note: Dial 9 to gain an outside line when making external calls
Note: The source of incoming calls can be distinguished by a different ringing pattern.
Internal calls are a single repeated ringing tone and external calls are a double repeated ringing tone.
2. Transfer a Call - Unannounced
Whilst on a call
Press √ key to confirm “Consultation?” on the display, caller is automatically put on hold
Key required internal number Replace handset
Note: If the call is not answered within a predetermined time the call will be presented back to the extension that transferred the call unless a call forward has been configured 3. Transfer a call - Announced
Press √ key to confirm “Consultation?” on the display, caller is automatically put on hold
Key required internal number
On answer, announce call and replace handset 2.1 On No Answer
Press √ key to confirm “Dial Again?” and key another number if required Or Press √ key to confirm “Return To Held Call?”
2.2 On Busy
Press √ key to confirm “Return To Held Call?”
4. Consultation/Hold
Whilst on a call it is possible to put a call on hold (sometimes called a secrecy feature)
Press √ key to confirm “Consultation?”, caller is put on hold and cannot hear you Press √ key to confirm “Return To Held Call?”
5. Alternating (Toggle)
The Call Alternating feature enables the user to toggle between two calls (internal/external).
With one call established another call can be answered via the 2nd Call feature or established using the scroll and confirmation keys
With one call established confirm “Consultation?” via the √ key Establish second call
Press scroll key to find “Toggle?” in display and confirm with √ key
Use scroll and confirmation keys to toggle back and forth between callers as required.
To release a caller, toggle back to the caller you wish to release, scroll to “Release and Return?”, confirm with √ key and you will be returned to the other caller.
6. Call Forward
There are two types of call forward available, Fixed and Variable. The Fixed Call Forward is set for the usual destination of calls being forwarded whereas Variable Call forward is a temporary feature that overrides the Fixed Call Forward until cancelled.
To set a Fixed Call Forward
Press the Service Menu key and confirm “Destinations” with the √ key Use the scroll key to find “Fixed Call Forw?” and confirm with the √ key At “New Entry?” confirm with the √ key
Dial in number to call forward to at “Please dial return?” prompt Confirm with the √ key at the “Save?” prompt.
Note: After this process the Call Forward LED will illuminate automatically and calls will be directed immediately to your chosen call forward destination. Press the key to extinguish the LED to take calls then unanswered are diverted after 15 seconds or immediately on busy.
VOICEMAIL
Accessing Voicemail
1. Key in the Voicemail Access number 8888
If you have the Standard phone (with an LED screen) press the VMail Access button.
Access can also be made externally by dialing 020 7862 8888
2. ID: You will hear the voice prompt: Please enter your ID. This is your telephone extension number. Please enter the 4 digit number.
3. Password: You will hear the voice prompt: Please enter your password. The password must be a 4 digit number
When the system administrator sets up your voicemail account your password will be configured but may be changed if required. If changing your password please ensure that the number is relatively nondescript. Do not use numbers like 1234 or your telephone extension. The password reduces the possibility of fraudulent calls and unauthorised access to your voicemail account.
Changing your Password
1. Access your Voice mail as above.
2. Press 7 to access Mailbox Customisation The voice prompt will give the following options:
For temporary greeting options press 0 For name options press 1
For password options press 2
For message waiting options press 3 (this option is not available) For Permanent Greeting options press 4
For other options press *
3. Press 2 to change password
The voice prompt will give two options:
To hear the current password press 1 To change the password press 2 4. Press 2 to change password
5. Key in your new password (must be a 4 digit number).
6. To confirm key in your new password a second time.
You will hear the voice prompt The password has been changed successfully and a list of options
7. Press the * key to return to the main menu
8. It is advisable to write your password down in a secure place until you have memorised it. Do not use your bank account pin number as your password.
9. Replace the receiver or go to step 3 below to record your name.
Recording your “Name”
You can record your name to notify internal callers of your identity. You will also hear it when you enter your account. If you do not record your name the caller will hear your ID (i.e. your extension number) on entering voicemail.
1. Access your voicemail (see page 1 for instructions) 2. Press 7 to access Mailbox Customisation
The voice prompt will give you a number of options (as listed under step 2 in "changing your password").
3. Press 1 to record Name
You will now be given the following options:
To hear the current name press 1 To record the name press 2 To delete the name press 3 For other options press *
4. Press 2 and record your name (please do not say “this is Joe Bloggs”. All you need do is say “Joe Bloggs”)
5. Press the * key
If you wish you can press 1 to listen to your recording
6. Replace the receiver or record your permanent greeting by following the instructions below. As you are already in Mailbox Customisation go to step 3
About your Permanent Greeting
Your permanent greeting must be recorded immediately. It is the greeting all external callers will hear. A greeting is played whenever a call is routed to your mailbox.
“Hello, this is (NAME). You have reached the *DEPARTMENT+. I am unavailable to take your call at present. If you would like to leave a message please do so after the tone and I will respond to my mailbox immediately on my return”
Customising your Permanent Greeting 1. Access voicemail
2. Press 7 to access Mailbox Customisation The voice prompt will list a number of options 3. Press 4 to record your Permanent Greeting You will be given the following options:
To hear your current permanent greeting press 1 To record your permanent greeting press 2 To delete your permanent greeting press 3 For other options press the * key
4. The voice prompt will ask you to record your permanent greeting and press the * key 5. Press 2 and record your name (please do not say “this is Jo Bloggs” just say “Jo Bloggs”)
followed by the * key.
If you wish you can press 1 to listen to your recording 6. Replace the receiver.
About Temporary Greetings
A temporary greeting overrides the permanent greeting and is automatically removed from the system at 0200hrs the following morning. Use a temporary greeting if you are away from your office for a day. An example of a temporary message greeting would be:
“Hello, this is (NAME). You have reached the *DEPARTMENT+. I am not in the office today (day/date). Please therefore leave your name, telephone number and a message so that I can call you back. If you do not wish to leave a message I will be back in the office tomorrow (day/date of return).
To record a temporary greeting
1. Access voicemail (see page 1 for instructions) 2. Press 7 to access Mailbox Customisation 3. Press 0 to record a Temporary Greeting.
The voice prompt will give you a number of options To hear your current temporary greeting press 1 To record your temporary greeting press 2 To delete your temporary greeting press 3 For other options press the * key
4. Record your temporary greeting 5. Press * to return to the main menu
If you are away for more than one day you will need to phone in each day and record your temporary greeting since it will be automatically deleted at 2.00am. If you are away for more than a few days or on leave it is advisable to change your permanent greeting and record an appropriate message leaving details of when you will be back and the contact number of your secretary or a colleague.
LISTENING TO YOUR MESSAGES
If you have any new messages your "Mail Box" LED will light up. To listen to your messages access Voice Mail (see page 1 for instructions). After your new messages have been played the following options will be available:
To hear the previous message press 1 To hear the next message press 2
To rewind the current message (by 5 seconds) press 4 To fast forward the current message (by 5 seconds) press 6 To customise mailbox press 7
For other options press *
(The above options marked with an * are only available if you have one or more messages in your mailbox)
When a message is left in your mailbox you can:
Divert the message to another mailbox
Reply to the message sender by sending them a message Save a new message that you have read
Copy the message to another mailbox Delete the current message
Read messages
Once messages have been read they are stored as “old messages” for a period of 21 days and then automatically deleted from the system.
Saving messages
Messages may be saved and stored as "saved messages" for a period of 60 days and then automatically deleted from the system.
Deleting messages
You can only delete messages to which you have listened. It is important to delete any unwanted messages so that you don't fill up your mailbox limit. If your mailbox if full any further messages cannot be recorded and callers will be informed that your voice mail service is unavailable.
How to Action a message
Before you can action a message you must make sure that you have selected it as the current message. You can make a message current by listening to it. If there is more than one message in your mailbox use the next message (press 3) and previous message (press 2) options on the main menu to listen to, and select, the required message
To action the current message from your main menu
Press 0 to Action
From the Action menu you have the following options:
1. Press 1 to divert message to another mailbox
The system will prompt you to dial the required mailbox (ie. the extension no.) 2. Press 2 to reply to the message sender
Speak after the tone and then press * to end the recording and hear the other action message options.
3. Press 0 to copy the message to another mailbox
Dial the number of the required mailbox (i.e. the extension number)
4. Press 4 to save the message (i.e. to save as a "current messages". Your Mail Box key will remain lit when you replace the receiver. If you do not save the message it will automatically be saved as an "old message" (see above section on Saving messages).
5. Press # to delete the message 6. Press * to return to the main menu 7. When finished, replace the receiver
